I’ve written a bit on Customer Support (on my other blog: http://blog.douglasmkelly.com) am about to do it again, but just wanted to quick post here about some terrible customer service that I received from a Buy.com company. I purchased a cheap $40 portable speaker system for $10 on Buy.com. When they arrived I put them away for Christmas. After a few days I decided to open them and ensure they worked. They didn’t. So I found where I needed to email and sent them a note saying that the company needed to send me a return label (free of charge, of course). I also mentioned the issues and that it was a Christmas present.
Two days later, I went back out to the site and found the online form – filled it out – fired off a new message to the seller. 3 days later I got an email giving me a number to call. I wrote them back after the number just disconnected the call after 6-7 rings.
Two days later they called me back saying “please call XXX-XXX-XXXX”. The phone 7 times and hung up on me. I called 2 more times and once a message said that the cell number was unavailable and to call back. I emailed the company and gave notice that I was going to be writing a bad review in 1 hour. I waited 20 hours and wrote the review and then emailed Buy.com with my animosity. 2 hours later a call – to which I returned (w/a VM at the other end!). The message to me stated the “VP” would like to send out a new item to me. FINALLY! All this said – I will see if I get a working item – then finish the post over at blog.douglas. I just had to rant here first.